Booking.com
Reviews and Complaints

my name is Jay Patel, I have booked 2 hotel rooms in whistler on 15 oct from booking.com.

When we reach to the hotel rooms the client in the last movement told us like he by mistakenly give the room to another person. As per him 2 person try to do booking at the same time. but we booked 2 condos and he do same for both room, i don't understand how this happen with both rooms. Now it was a midnight and we were in the middle of the road and dont know where to go , i have my family and child with me . I called to booking.com customer service he just told we are sorry we cannot do anything , they can look a room but we have to pay for it . I dont understand why we have to pay anything at this movement atleast booking.com should give us free of room to stay . I with my family sleep at my car whole night in that my child get serious ill.

i dont accept this type of customer service from booking.com. It is very good and huge company.

Now atleast they should give us some credit as i and my family suffers a lot due to booling.com

On 13th September I booked a room at the Hanoi Paon Hotel for the night of 3rd October. I cancelled the booking on 27th September, within the free cancellation period (I have screenshot to confirm this). However, when I checked my credit card statement I found that I have been charged £57.32 on 4th October. I raised this with Booking.com customer services and asked for a refund. Customer Services responded with a succession of conflicting accounts after 'reaching out' to the hotel:

firstly, that I had made the cancellation outside the free period (untrue - the screenshot confirms this)

secondly, that I had actually stayed in the hotel and that the hotel could provide camera evidence and passport photo (this evidence was not provided, understandably as I had not set foot in the hotel)

thirdly, that I had made two reservations and that I had 'gotten confused' between the two reservations and had been charged accordingly (this just doesn't make sense).

I booked two accommodation in Tasmania with free cancellation, 2 weeks after cancellation there was a charge from booking.com in GBP. after contacting their support multiple times, they told me this is a preauthorization credit card hold and will be returned to you in 5 business days.

Also right after this charge my credit card details were leaked, possibly through booking.com.

The support process is to send them a chat message or call, they will tell you to send your bank statement, and they come back to you that this is a credit card hold and will be return back to you and they close the ticket.

If you try to contact them again same questions and answers will be provided over and over again without any progress.They don't even want to acknowledge that this money has been transferred and is not actually a credit card hold.

Doesn't matter if you call, email or chat they will not give you a refund or take responsibility.

They are a scam and thief, and I can't believe they are allowed to operate in Australia.

Australian government should block them or do something about this company.

If you value your time and Money DO NOT USE BOOKING FOR ANYTHING. DON'T PROVIDE THEM ANY CREDIT CARD DETAILS AS THEY WILL PROBABLY STEAL YOUR CREDIT CARD DETAILS.

Confirmation number

[protected]

Vienna Residence Oct 15-18

paid 326 Euros, non-refundable (?)

could not enter the apartment, currently staying in a different place for one night. Have to check out 10am Oct 16. Please give me instructions by then, on what I should do. Can you make Vienna Residence open the door? Can you provide me an alternative accommodation for the remaining nights (Oct 16-18)? Or am I supposed to find a place myself and will you reimburse my extra expenses?

details:

-- Arrived at the location at 2pm, entered the building using the code provided by Vienna Residence

-- Located apartment 32, set the code, also provided by Vienna Residence, for the apartment entrance but it did not work, the door remained locked (some neighbors tried to help but we could not open the apartment)

-- called several times and sent text messages to +[protected] (around 3pm) and emailed several times Yulia Kuzman (phone number and email given by Vienna Residence) -- the calls went through, but the recipient hung up after a few minutes -- no reply to emails and text messages.

-- left after my phone battery died, found a place to sit down with my laptop and booked a room for one night (Oct 15-16) through Agoda for $101.88 at 7:40pm

After spending hours on the phone with a Booking.com agent and being told that they would do their best to resolve a terrible experience with the hotel in Hungary, I did was I was told and waited the 15 days for them to refund me the money for part of the reservation.

The owner of the hotel used vulgar profanity against me, telling me and my family to " f****** leave" and return to our " f****** country" because we asked him to simply check the air conditioning system that was advertized to see if he could get it working. Because we were trying to do the best we could without the A/C, the windows were open in our room and enormous bees flew in. In my family are allergies to bees, but the owner did not care at all. In addition to this, the breakfast barely qualified as a breakfast and the room was both devoid of the average hygiene products and still containing the personal hygiene products of previous customers. When I tried to begin the process of resolving the dispute through Booking.com, I received a personal message from the owner saying, "F*** your mother!"

No money back from Booking. It was all worthless promises as there has been no resolution to the problem, despite indicating in my replies to follow-up emails as such.

I have videos and HEIC formatted photos as evidence too.

I want refund.

I made a reservation three weeks ago through Priceline/Booking.com. According to the description on Priceline's website(as shown below), the room I booked should have 2 king beds. However, after checking the property's website(https://www.hilton.com/en/hotels/savpohw-homewood-suites-savannah-airport/), there is no such room type with 2 king beds provided by the hotel.

I kept reaching out to Booking.com's customer service several times in past two weeks, they said they've already contacted properties through emails and asked for waiving the penalty charge. But I called the property several times, they never received any emails from booking.com in regards to my cancelation request.

One of the associates from customer service team even lied to me and he said he has contacted the property and call the general manager of the property (yes GM!) and the GM confirmed the property do have room type with 2 king beds. I was speechless. Anyway, please investigate this. I think some of my calls might be recorded. Hopefully, the call I mentioned above has been recorded as well.

My confirmation number is [protected].

The property I booked is: Homewood Suites By Hilton Savannah Airport

Thanks!

I booked a night in a hotel for a special event on October 8th 2022. Money was taken from my account in May, but I never received a confirmation email.

I sent 22 emails and 5 customer complaints requests, trying to find out what had happened. No-one was able to solve the mystery or find my booking even though they found the payment and send me the confirmation I needed. I work in IT and know that this is not a huge ask.

On the night before the booking (7th October) Booking.com messaged and called me to say they had found the booking! They claim it was because the email address was incorrect, but they never had a 'bounce -back.' (curious). This did not explain why they could not link the payment (in the same name as the email) with my many messages.

However, because customer services only contacted me the night before the booking, we had made a contingency plan the day before and booked somewhere else - to ensure we could attend the celebrations.

It was now that Booking.com responded by being belligerent because we wanted to cancel our booking - putting the ownness on the hotel (even though Booking.com had our monies) and saying we needed to give 24 hours' notice... which we could not do because I did not have the confirmation email. They took no responsibility for the part their service agents played in the situation when none of them were able to sort out the issue and the time and emotional stress the situation put on us.

I will accept responsibility that an error was/could have been made in the email address but the inability to respond and provide any answers to my 22 emails is unacceptable. Then for the manager Karim be totally uninterested and show kindness or empathy was too much.

I have enclosed 3 snaps of the spreadsheet of the messages - My calls are in black - their responses are in RED. I can send all 44 messages if that helps. It will demonstrate that only one agent was willing to put some effort into the situation.

9th email sent this morning - still no resolution from booking.Com. Have spent the last month emailing about this issue to no avail.

8th email - ref reference id: e2bb332

in reference to email from maria giuseppina d. 13:19 pm 03/10/2022

i have already provided this information and have yet to receive a response. How do you want me to send a screenshot as you seem to have ignored every email that i have sent and i have sent this information twice.

Confirmation no: bk675206078414172

pin code: 7820

i have the email from musement operated by seekrakow - booked through booking.Com

order reference 36dd208e-555e-4da0-b184-84e9ab06304e

date: 14 september 2022

entrance 3 x adult = 51 euro

meeting point: krakow tip - tourist information point, grodzka 18. Meet your guide next to the church of st adalbert (otherwise known as the church of st. Wojciech)

we arrive at 1:00 pm (tour wasn't until 1:30 pm). No one arrived. We asked locals if we were at the correct meeting point and they confirmed we were but that the companies cancel these tours with no notice if enough people haven't been booked on them.

I don't know what other information i can provide but i am really frustrated at having to send the same details over and over and over again! not happy.

& no we didn't phone the company because the only contact details on the email was booking.Com!

I booked the Karon View Apartment from the 16th to 23rd of September for a family holiday.
With a huge range of available properties to choose from at Phuket, I booked Karon Apartment just because my daughter lives in New Zealand and my husband and I live in Australia. We were hoping to get together and spend a some quality time in a family environment, this will be our first family holiday for the last three years due to COVID.

I was impressed by the photos and surroundings that were on the web site. So I booked and paid the full asking price at the time, which was approx. $760 for 7 nights.
But when we arrived at the Apartment, we were completely surprised the difference between the photos on line and real life comparison was. Our disappointment was immediate.

The Orchid Building which we were supposed to stay at had no view, to our surprise it was just facing a huge construction site, cranes and abandoned buildings.
The builders started next morning (on Saturday) at 0730hrs making a loud noise with building tools etc.

The access to the Orchid Building has no pedestrian pass with the handrails, it’s a very deep decent about 300 meters and suitable only for a vehicle. Totally unsuitable for the elderly, disabled or people less ambulant, which in turn is a problem to climb and descend on a daily basis.
Inside the building had no direct access to the lift, you needed to climb on two stairs without handrails with the heavy luggage to get access to the lift.

When we finally got into the apartment, I was exhausted and very upset. I wouldn’t imagine to spent whole week to overcome these difficulties every single day and watching this horrible view from my windows.
I decided to leave immediately and move to another hotel, just not to ruin such a special time with the family.

But my family tried to support me, and everyone said, “Let’s wait till next morning and then will decide what to do next.”
I slept very little also because the bed felt hundreds of years old, very uncomfortable. Next morning, I had a closer look of the bed, it was shocking to say the least. The headboard was covered by disgusting stains, the linen and the duvet cover appeared old and torn.

In Thailand when the accommodation charges more then $100 a night at least the property should be sanitized, clean and safe. I saw none of this here.
I strongly believe the owner of the property purposely mislead the potential tenants by misleading photos and description. Even more disturbing was that the owner didn’t disclose the potential hazards like a step decent without any kind of support for aged adults, disabled or children. This was difficult and unsafe access to the lift and to the pool.

As a result of the owners misleading information and potential fraud I was forced to pay for other accommodation for the family and I had no choice but to rent a car for a week the day we arrived, which put me in unexpected and unnecessarily spending putting our budget at risk.
Also, before we moved to the apartment I went to grocery shops and spent around $250A. All into the bin next day.
Due to these circumstances I hope to receive a total refund, except for the first night.

I informed the owner immediately by email. He refused the refund.
I haven’t downloaded the evidence into any social media platforms yet, but intend to if we don’t get the outcome were after. I would be happy to wait for you to investigate this further before escalating. Please find attached photos for your reference.

Your sincerely

Regards

Olga Koubantseva

Booking,com has no way of calling for help. This is unacceptable. Please call me at [protected]

My confirmation code is [protected]

No pin was provided!

I did not realize the hotel was in Canada. My son does not have a passport and has not been vaccinated for Covid, so we cannot enter Canada. This is our first trip to the Falls and we cannot afford to pay for a hotel we cannot use. Please refund our entire payment.

We reserved for two nights, October 13 and 14. We will not be able to get into Canada.

Thank you,

Marlene Clanton

[protected] Booking #Ref - Confirmed booking and money deducted on the 6th October 2022, booked for 1 night 8th October 2022 and depart 9th October 2022 to attend a wedding at a nearby estate.

Establishment contacts me morning of the 8th October 2022, Notifies me NO AVAILABILITY !

Money was deducted from booking.com on the 6th October 2022 and confirmed reservation.

I had to seek another more expensive establishment to last minute cater for our disruption and pathetic confirmation disorganized booking.

In my view, having a confirmation from Booking.com, they deducted the money and on the day told there is NO AVAILABILITY - and we had to pay further at a another establishment - Direct NOT THROUGH BOKKING.COM to ensure we actually get what we paid - Is either SCAM or direct THEFT !

Horrible place - dirty and ONE HANGER! The place looks nothing like the nice pictures that were advertised. Its a dump. Would like my money back so I can put my customer elsewhere. The confirmation came over as unit 136 but they put Richard Pozerl in unit 129. The outside of the building is trashy, unit was dirty and not where I would put a good customer. Please help me with a refund so I can put him elsewhere.

Kathy Camamo

[protected]

This is totally unacceptable, keeping my $272.11 00 calling it a deposit! My reservation was to pick up car between 4-5pm I arrived at Thrifty kiosk at 4:05pm the Thrifty kiosk was closed, and they had sign to go to Hertz Gold booth in parking garage. The worker there could not find the reservation and then refused me a car due to not having a return ticket?. He said if I gave him $500.00 cash deposit I could get a car (who carries $500 in cash while traveling) While in parking garage I was accosted by a obviously homeless person trying to take my belongings! This breath of contract on your company's part is unacceptable. Booking.com is a rip off! They will keep your fund and provide nothing!

James OBrien

Booking.com #[protected]

Dear Booking.Com Team,

This is a complaint about booking # [protected].

I made a booking for my husband Mr. Baba Suilima Sidahmed from 03 to 04 Oct in Relax Hotel near the airport in Casablanca. The booking was guaranteed with my credit card. The booking details also made it clear that the booking was for a third party, and I had sent the hotel three messages via booking.com to make sure this was clear and not overlooked. My husband also received a confirmation on his email account.

Upon arrival to check in, the hotel check-in counter did not allow him to check in and said he had to pay again. He then called me (his wife) overseas and I advised him to pay cash and to get a payment receipt (attached). He then paid cash and obtained a receipt.

Next morning, I received a booking.com notification that the booking had been cancelled and that there was a “no show,” when in fact my husband had shown up, paid again in cash and stayed in the hotel. Furthermore, this then paved the way to be wrongfully double charged on my credit card.

I have stayed in this particular hotel many times before, mostly before the COVID pandemic, when travelling the next day. Thus, I had confidence to make arrangements for my husband. However, the entire experience for him yesterday was terrible apart from the double-charge. He was given the worst room and it did not even have a small bottle of water.

Please reimburse me for the double charges.

Sincerely,

Waited 2.5 hours t get the car, the car wasn't even going to fit for our family, it had a low tire that we had to put air in the entire time, maintenance oil and filter came on the evening we picked it up, the next day the car said system malfunction and when we were 20 mins into the drive to return the car it said we needed to check the backseat for something but we were driving. I tried to make a complaint online after we returned it but it wouldn't let me so I called to make the complaint. I made a complaint on sept 5th and they said I would hear back in 24-48 hours but I've yet to hear back

I paid for 3days at red roof inn in southboro mass from September 22nd _checkout the 25th.i only could stay for one day I have a ruptured disc in my back.and the bed was hard as a rock munchies under the bed my dog kept crawling under for housekeepers don't clean under beds and a price of wood behind the bed.could hardly move my back the next morning from the bad.i was crying.they said I would get a full refund and I never did.i am a senior on ssi that was all the money I had for the month.

Rented a room for 3 nights at Beautiful City Lights and Mountain Views, 28123 Juniper Tree Lane, Menifee, CA 92585, United States of America. When I arrived, there was an uncomfortable feeling. Also, a very strong dog smell. For what I can see home was a mess and not as described. Owner asked for a $150 deposit in Cash. I did not know there was a cash deposit. At the time I did not have access to $150, I had $60. I called #1 Booking.com and talked to someone and explained my situation. They totally understood and said that is not right. Will let me know what they can do. No Call, 3 days later called again, and they said they were still waiting for a response from Owners. Also agreed that they should not have asked for cash. I explained I understand why, because it a deposit so if you make a mess, they will not return deposit. But, I told Booking.com they need to put a deposit on their website and owner will relieve deposit if available to return. 3rd call, they finally told me in the fine print it says there is a $500 deposit. They missed it 2 times when I called and they didn't see it. and I missed when I booked. Poor business practice. I will never use them again and will tell everyone I know not to use Booking.com. Very miss leading ad and customer service.

I had a reservation in a country I'm not visiting or planning to visit. Got charged 160 AUD, on 29/09 from Booking.com Amsterdam NL. I hadn't have searched for places in Amsterdam and definitely not booked any room there.

I saw many reviews on the same issue, it is obvious your company had leaks of personal information. I strongly do not recommend putting credit card details in Booking.com

I cancelled reservation for 7-10 Sept. but didn't received proof of cancellation at Staypineapple, Hotel Rose, Downtown Portland OR. Confirmation number 2855.248.323 Booking assistant SAMA O assisted me and sent proof of free of charge cancellation, after phone call on 18 Augst.

However, my bank card was charged for the full amount on 13 th Sept. The Hotel confirmed it has been done by booking.com. I contacted customer service, had interaction with several assistants via emails and calls, but no concrete solution. I attached documents with proof of cancellation as well as screenshot on phone, but only received courtesy notes. I have only been sent round and round and with no final outcome. So concerning and frustrating for a genius level 3 client. I trust I will receive the priority service that's been promised.

Please see attached documents.

Hello

I have been using booking for years and have many hotel stays as can be seen in the history.

I have never been able to receive my credit as booking keeps listing my phone US phone number as Canadian and so couldn't receive a verification

When I moved to Italy I changed my address and telephone Still no ability to receive verification and still no credit.

my account continues to list me as not eligible even though it also says I have $29.23

Now I am back in the states and cannot change my phone number back and of course bookings email does not work nor can I telephone.